UNITED KINGDOM

Please allow 5-7 days for your items to be received.

INTERNATIONAL SHIPPING

Please contact Customer Services on INFO@SKINACY.CO.UK

RETURNS & EXCHANGES

We hope you love your Skinacy products. If you change your mind, you may request a return within 7 days of receiving your order.

To request a return or exchange, please contact us at info@skinacy.co.uk with your order number and details of your request.

Products must be unused, unopened and in their original packaging to be eligible for a return. Products that have been opened or used cannot be returned unless they are faulty.

Customers are responsible for the cost of returning unwanted items to us. We recommend using a tracked postal service, as we cannot be responsible for returned parcels that are lost in transit.

This policy does not affect your statutory rights.

DAMAGED, FAULTY OR INCORRECT ITEMS

Please inspect your order when it arrives.

If your order is damaged, defective, or you have received the wrong item, please contact us at info@skinacy.co.uk as soon as possible and within 7 days of receiving your order.

Please include your order number, a brief description of the issue and clear photographs where applicable. Our team will review the issue and arrange the appropriate next steps.

REACTIONS & SENSITIVITIES

Everyone’s skin and scalp is different, and individual sensitivities or reactions can occur with cosmetic products, including products formulated with naturally derived ingredients.

We strongly recommend checking the full ingredient list before purchasing and before use, particularly if you have known allergies or sensitivities, and carrying out a patch test before first use.

If you believe you have experienced a reaction to a Skinacy product, discontinue use and contact us at info@skinacy.co.uk. Where possible, please include photographs and details of the product used so our team can review your experience.

A reaction or individual sensitivity does not automatically indicate that a product is defective. Refund eligibility will therefore be assessed based on the circumstances and your applicable consumer rights.

If you wish to return any unused and unopened products from the same order, our standard returns policy will apply and you will be responsible for the return postage costs.

LOST & DELAYED ORDERS

We work hard to ensure every Skinacy order reaches you safely. Once an order has been dispatched, however, occasional carrier delays can occur.

If you believe your parcel is missing, please first check:

• Your tracking information
• Any designated safe place
• With neighbours or other members of your household

Please contact us as soon as possible if your parcel remains missing so we can investigate.

LOST PARCEL CLAIMS

Customers should notify us of a missing UK parcel within 30 calendar days of the expected delivery date, or within 40 calendar days for international orders, so that we have sufficient time to investigate the delivery and, where applicable, raise a claim with the carrier.

If we contact you requesting further information - such as confirmation of your delivery address, confirmation that relevant delivery checks have been completed, or completion of a loss declaration - please provide this information within 7 calendar days so we can continue investigating your claim.

REPLACEMENTS & REFUNDS

Where a parcel is confirmed as lost following investigation, we will arrange an appropriate resolution, which may include a replacement (subject to stock availability) or a refund to the original payment method.

INCORRECT DELIVERY INFORMATION

Please ensure your delivery address is complete and accurate before placing your order.

Skinacy cannot accept responsibility for delivery issues caused by an incorrect or incomplete address supplied by the customer at checkout. If you notice an error after placing your order, please contact us immediately. We cannot guarantee that an address can be changed once an order has entered the fulfilment or dispatch process.

ORDERS MARKED AS DELIVERED

If tracking shows that your parcel has been delivered but you cannot locate it, please check your safe place, with neighbours and with other members of your household before contacting us.

We may need to open an investigation with the delivery carrier and may request additional information from you before a replacement or refund can be considered.

INTERNATIONAL ORDERS

International deliveries may occasionally experience delays due to customs processing or local postal services. These circumstances are outside Skinacy’s direct control and do not necessarily mean that a parcel has been lost.

Customers are responsible for any applicable customs duties, import taxes or fees unless otherwise stated at checkout.